Regional Operations Manager

Job description

Role Summary The role is responsible for driving operational excellence, standardization, quality, and a superior customer experience across the Preventive Health vertical, while also providing direct operational oversight for an assigned region. This includes central governance of all preventive health programs, multi-site rollout of initiatives, process optimization, compliance, and service excellence across hospitals, clinics, and mobile health platforms 1. Operational & Service Excellence & Process Management • Ability to design, standardize, and audit preventive health workflows across hospital and clinic networks. • Expertise in reducing variability and ensuring consistent delivery of health checks (retail, corporate, immigrations, Ultra HNIs, mobile units, DGCA, etc). • Strong command over Lean, Six Sigma, Kaizen or Juran methodologies • Customer Centric Mindset - ability to curate experiences for different segments (retail, corporate, Ultra-HNI, elderly, international patients). • Skill in embedding hospitality layers and brand experience at touchpoints. 2. Regional Preventive Health Oversight • Serve as the single-point owner for Preventive Health performance in the assigned region. • Conduct regular regional reviews on operations, service metrics, revenue, and compliance. • Support unit teams in achieving monthly/quarterly KPIs for volume, revenue, TAT, experience, and documentation. • Resolve escalations and operational gaps across units in the region. • Conduct periodic regional visits to drive implementation, capability building, and governance. 3. Program Management & Rollout Capability • Proven ability to operationalize new preventive health programs at scale • Ability to manage pilots, hyper-care, change management, and enterprise-wide adoption 4. Service Excellence & Patient Experience Design • Competence in mapping end-to-end preventive health customer journeys (pre-arrival registration assessments consults report delivery). • Designing and implementing best-in-class hospitality, communication protocols, concierge services, and personalization. • Strong understanding of NPS, CSAT, PSat, complaint systems, and structured feedback analytics. 5. Quality Assurance & Compliance • Understanding of healthcare quality standards, documentation completeness, audit readiness. • Ability to build and drive internal audits for compliance 6. Data-Driven Decision Making • Ability to create dashboards, daily MIS, turnaround time trackers, and performance scorecards for preventive health. • Competence in interpreting operational, customer, and financial metrics for strategic decisions. • Understanding of segment wise customer key requirements 7. Technology Adoption & Digital Transformation • Skill in implementing technology solutions like AI or ML-led triage, digital risk assessments, omnichannel appointment systems, and automated communications. • Ability to partner with product/IT to embed digital journey enhancements (e.g., pre-check-in, online risk assessments, personalized portals). 8. Stakeholder Management & Cross-Hospital Leadership • Strong influencing skills to drive change in hospital units & clinics without direct reporting lines. • Ability to train unit teams, run structured reviews, and resolve escalations swiftly. • Collaboration with corporate teams, unit CEOs, clinical heads, and diagnostic partners. 9. Risk Management & Business Continuity • Capability to identify bottlenecks, operational risks, documentation gaps, or safety concerns in health check delivery. • Ability to design mitigation plans, incident RCA, CAPA, and process controls. 10. Communication & Training Excellence • Ability to create standard operating procedures, manuals, training content, and competency assessments. • Strong skill in coaching unit teamson service, process, and compliance Preferred Skills CRITICAL COMPETENCIES FOR SUCCESS: • Process excellence, Lean/Six Sigma, and problem-solving • Preventive health operational knowledge • Customer experience design and VOC/NPS analytics • Digital transformation and workflow automation • Strong data analysis & dashboarding skills • Program & project management • Stakeholder management and cross-functional leadership • Communication, training & change management • High customer-centric orientation • Ability to work in matrix structures and influence without direct authority